Quality and Support Metrics

  • MTTR - Mean Time To Recovery measures the average amount of time it takes to resolve an incident or failure, from the moment it is detected to the moment it is fully resolved.

  • MTBF - Mean Time Between Failures measures the average amount of time a system or component operates without failing. It is expressed as a continuous operating time in hours, days, or other units of time.

  • Issues Report - report to analyze tickets by priority, status, labels, components, or any other field. This can be used to compare based on various fields and derive insights to take important actions.

  • Issue Resolution Time Report - shows the average time taken to close tickets from the time they were created. Resolution Time report can be used to answer questions like:

    • Is my team getting faster at delivering features or fixing issues?

    • Are resolution times for a project or component decreasing over time?

    • On average how long does it take fix customer issues? Are we able to meet the SLA timeline?

  • Issue Bounce Report - The term "Bounce" refers to the reassignment of a ticket to a previous assignee. This report shows the number of times a ticket "bounced" between assignees. The report is typically configured to observe the median number of "bounces" by component, project, or initiative.

    The purpose of this visual is to highlight specific issues which are being bounced around to different resources. This may be because the issue wasn’t initially triaged correctly, or doesn’t have enough information to be assigned correctly.

    The impact is potential missed SLAs and unnecessary resource utilization.

  • Issue Hops Report - The term "Hops" refers to the number of times a ticket is reassigned. This report is typically configured to observe the median number of hops or reassignments by component, project, or initiative.

    The purpose of this visual is to highlight specific issues which are reassigned multiple times. This may be because the issue wasn’t initially triaged correctly, or doesn’t have enough information to be assigned correctly.

    The impact is potential missed SLAs and unnecessary resource utilization.

  • SCM Files Report - Identify code areas with a high frequency of changes. Used to make sure that the hottest code areas have good test coverage.

Several tools-based insights are available with SEI such as SonarQube code complexity report, Testrails test report, PagerDuty incident report, Junit test report and many more.

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